The 2018 Gartner report, Magic Quadrant for the CRM Customer Engagement Center (CEC), examines the global market for customer service and support applications.
The report covers a wide range of customer service tools for organizations with customer engagement centers (CECs), ranging from very small (fewer than 20 agents) through average size (50 agents) to very large, distributed centers (over 10,000 agents).
The Gartner report helps leaders and decision makers choose the customer service software ideal for the growth and functioning of their business.
In this report, you will find answers to the following questions:
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Freshworks’ suite of products covers the entire spectrum of customer engagement from sales to support to marketing optimization. In Gartner’s analysis of service providers operating in the CEC space, Freshworks has been recognized in the niche player quadrant again.
Freshworks helps you take care of all sales, support and marketing conversations with customers from multiple communication channels through its suite of tightly integrated applications.
Freshworks’ products like Freshdesk have powerful collaboration features which make it easy for support agents to loop in other internal teams in order to resolve problems faster and more efficiently.
Your ticketing system is integrated with your phone and chat software and also fetches customer information directly from your CRM. Sounds too good to be true? The Freshworks platform simplifies access to customer context that is scattered between multiple tools.
You can easily extend the capabilities of the Freshworks customer engagement platform by integrating with hundreds of apps from our Marketplace or even by building your own integrations on our developer platform.
“We like Freshdesk because it is a highly adaptable solution with a lot of metrics that allows us to track and follow up on our customers and agents efficiently.”
“One of my favorite things about Freshdesk is that it just works - you don't have to be trained in using the software. Everything is very intuitive.”
“We’ve seen infinite improvements in our service desk with Freshservice. Being an evidence-based business, Freshservice helps us drive intelligent decisions by letting us track data.”
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Gartner, Magic Quadrant for the CRM Customer Engagement Center, Michael Maoz, Brian Manusama, 16 May 2018